Contract Manager for Insurance Carriers

Description

Full Time - Contact Center Manager

BayMark Health Services is looking for a responsible and operational minded leader for the position of Contact Center Manager.  Reporting directly to the Contact Center Director, the Contact Center Manager is responsible for leading teams of substance use advocates supporting multiple lines of business in a challenging and dynamic environment.  The Contact Center Manager manages daily contact center operations and staff with a focus on delivering exemplary customer service via rapport building and consultative interactions. Contact Center staff respond to phone, e-mail, and web inquiries regarding a variety of substance use and / or rehabilitation services, information assistance with program enrollment, eligibility, insurance authorizations, and appointment scheduling. The Contact Center Manager will lead and support staff by providing professional, accurate, and timely customer service to internal / external customers, patients, and providers. Additionally, the Contact Center Manager staff issues, training curriculum, quality assurance, performance metrics, policies and procedures, on-line systems, and cross-functional communication.

Essential Job Functions

• Provide leadership, development and support for all reporting staff.
• Actively engage and develop staff to ensure high quality performance and succession planning.
• Completes research and resolves errors or discrepancies on complex patient problems.
• Ensure all questions and complaints are resolved in a timely manner.
• Oversee the day-to-day activities of contact center staff.
• Develop, coach, support and evaluate the team :
• Provide timely feedback and coaching
• Evaluate and coach customer service skills to assure consistent quality
• Foster / mentor a consistent positive, cooperative, courteous, and caring attitude
• Create and deliver performance reviews
• Administer disciplinary action as necessary
• Recognize and reward excellent team and individual performance
• Ensure service and appointment targets, SLA’s and KPI’s are continuously reviewed and expectations are met with optimum levels of quality & service delivery
• Oversees the training of new personnel
• Ensure effective and consistent communication throughout the team, encourage feedback and patient insight in order to enhance the patient experience
• Ensure accurate reporting of Contact Center activities to Senior Management
• Works with Contact Center Director to develop, complete and deliver evaluations
• Ensure HIPAA compliance of all staff
• Perform other similar or related duties as assigned to ensure productivity and goal attainment
• Other duties as assigned

Qualifications

Benefits :

Here is what you can expect from us :

BayMark Health Services specializes in the treatment of opioid addiction.  BayMark Health Services provides medication-assisted treatment services in a variety of modalities and settings through our divisions : BAART Community HealthCare, Health Care Resource Centers and MedMark Services, Inc.  BayMark Health Services, also provides traditional primary health care services, as well as integrated primary care, in select locations.

BayMark Health Services is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, citizenship, genetic disposition, disability or veteran’s status or any other classification protected by State / Federal laws.